U.S. patent application number 11/261577 was filed with the patent office on 2006-05-25 for methods and systems for providing knowledge documents.
Invention is credited to James Michael Coffey, Anne Hicks Jeanblanc, Benjamin Eugene Newman, Reed Alfred Stuedemann.
Application Number | 20060112053 11/261577 |
Document ID | / |
Family ID | 38023741 |
Filed Date | 2006-05-25 |
United States Patent
Application |
20060112053 |
Kind Code |
A1 |
Jeanblanc; Anne Hicks ; et
al. |
May 25, 2006 |
Methods and systems for providing knowledge documents
Abstract
Methods and systems for providing knowledge documents are
disclosed. In one embodiment, a system may include a community of
practice, including members and a knowledge management architecture
managing knowledge documents used by the community of practice and
maintaining a user profile for each member having criteria
reflecting a preferred format for received knowledge documents. The
knowledge management architecture may be configured to receive a
search request for knowledge documents from a first member. The
first member may be associated with a first user profile with first
user profile criteria. The knowledge management architecture may
also be configured to generate a search result based on the search
request. The search result may include one or more of the knowledge
documents. Further, the knowledge management architecture may
convert a first knowledge document included in the search result to
a format compatible with the first user profile criteria and
provide the converted knowledge document to the first member.
Inventors: |
Jeanblanc; Anne Hicks;
(Elizabeth, IL) ; Coffey; James Michael; (Dunlap,
IL) ; Newman; Benjamin Eugene; (Kewanee, IL) ;
Stuedemann; Reed Alfred; (East Peoria, IL) |
Correspondence
Address: |
FINNEGAN, HENDERSON, FARABOW, GARRETT & DUNNER;LLP
901 NEW YORK AVENUE, NW
WASHINGTON
DC
20001-4413
US
|
Family ID: |
38023741 |
Appl. No.: |
11/261577 |
Filed: |
October 31, 2005 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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09995822 |
Nov 29, 2001 |
|
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11261577 |
Oct 31, 2005 |
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Current U.S.
Class: |
706/46 |
Current CPC
Class: |
G06N 5/02 20130101; G06Q
10/10 20130101; G09B 7/00 20130101 |
Class at
Publication: |
706/046 |
International
Class: |
G06N 5/02 20060101
G06N005/02 |
Claims
1. A system for providing knowledge documents, comprising: a
community of practice including members; and a knowledge management
architecture managing knowledge documents used by the community of
practice and maintaining a user profile for each member having
criteria reflecting a preferred format for received knowledge
documents, the knowledge management architecture configured to:
receive a search request for knowledge documents from a first
member, the first member associated with a first user profile with
first user profile criteria generate a search result based on the
search request, the search result including one or more of the
knowledge documents, convert a first knowledge document included in
the search result to a format compatible with the first user
profile criteria, and provide the converted knowledge document to
the first member.
2. The system of claim 1, wherein the first user profile criteria
identifies a particular format of knowledge documents the first
member prefers to receive.
3. The system of claim 1, wherein the knowledge management
architecture is further configured to provide to the first member
unconverted knowledge documents included in the search results.
4. The system of claim 1, wherein the knowledge management
architecture is further configured to determine which of the
knowledge documents included in the search request are already in a
format compatible with the first user profile criteria.
5. The system of claim 2, wherein the particular format of
knowledge documents identified in the first user profile criteria
includes at least one of a type of speaking language, a type of
computer programming language, a type of format associated with
data files, and a type of format associated with word processing
documents.
6. The system of claim 1, wherein the community of practice
includes a second member associated with a second user profile
having second user profile criteria, and wherein the knowledge
management architecture is further configured to: convert
communications between the first member and a second member of the
community of practice such that a communication sent to the first
user is converted to a format compatible with the first user
profile criteria and a communication sent to the second user is
converted to a format compatible with the second user profile
criteria.
7. The system of claim 6, wherein the knowledge management
architecture is further configured to: establish a collaborative
communication session between the first and second user; and
monitor communications between the first and second user such that
the architecture can convert communications that do not meet the
profile criteria of either of the first and second member that is
receiving the communications.
8. The system of claim 6, wherein the communications include at
least one of one or more knowledge documents, one or more e-mails,
one or more text messages, and one or more data files.
9. A system for providing collaborative communications in a
community of practice environment, including: a community of
practice including members each being associated with a user
profile; and a knowledge management system maintaining user
profiles for each of the members, each user profile including user
profile criteria indicating a preferred format a respective member
prefers to have communications provided them within the community
of practice, wherein the knowledge management system is configured
to: receive a request to transmit communications from a first
member to a second member, determine whether the communications
includes data in a format that is not compatible with the second
member's user profile criteria, convert the communications to the
preferred format associated with the second member's user profile
criteria based on the determination, and send the converted
communications to the second member.
10. The system of claim 9, wherein the knowledge management system
is further configured to: establish a collaborative communications
session between the first and second member to allow the first and
second members to exchange information within the community of
practice.
11. The system of claim 9, wherein the communications is a
knowledge document.
12. The system of claim 9, wherein the knowledge management system
is configured to convert the communications to a second format
based on a request received from the second member to convert the
communications to the second format.
13. A method of providing knowledge documents in an environment
including a community of practice including members and a knowledge
management architecture managing knowledge documents used by the
community of practice and maintaining a user profile for each
member having criteria reflecting a preferred format for received
knowledge documents, the method performed by the knowledge
management architecture comprising: receiving a search request for
knowledge documents from a first member, the first member
associated with a first user profile with first user profile
criteria; generating a search result based on the search request,
the search result including one or more of the knowledge documents;
converting a first knowledge document included in the search result
to a format compatible with the first user profile criteria; and
providing the converted knowledge document to the first member.
14. The method of claim 13, wherein the first user profile criteria
identifies a particular format of knowledge documents the first
member prefers to receive.
15. The method of claim 13, further including: providing to the
first member unconverted knowledge documents included in the search
results.
16. The method of claim 13, further including: determining which of
the knowledge documents included in the search request are already
in a format compatible with the first user profile criteria.
17. The method of claim 14, wherein the particular format of
knowledge documents identified in the first user profile criteria
includes at least one of a type of speaking language, a type of
computer programming language, a type of format associated with
data files, and a type of format associated with word processing
documents.
18. The method of claim 13, wherein the community of practice
includes a second member associated with a second user profile
having second user profile criteria, and wherein the method further
includes: converting communications between the first member and a
second member of the community of practice such that a
communication sent to the first user is converted to a format
compatible with the first user profile criteria and a communication
sent to the second user is converted to a format compatible with
the second user profile criteria.
19. The method of claim 18, further including: establishing a
collaborative communication session between the first and second
user; and monitoring communications between the first and second
user such that the architecture can convert communications that do
not meet the profile criteria of either of the first and second
member that is receiving the communications.
20. The method of claim 18, wherein the communications include at
least one of one or more knowledge documents, one or more e-mails,
one or more text messages, and one or more data files.
21. A method for providing collaborative communications in a
community of practice environment including a community of practice
including members each being associated with a user profile and a
knowledge management system maintaining user profiles for each of
the members, each user profile including user profile criteria
indicating a preferred format a respective member prefers to have
communications provided them within the community of practice, the
method comprising: receiving a request to transmit communications
from a first member to a second member; determining whether the
communications includes data in a format that is not compatible
with the second member's user profile criteria; converting the
communications to the preferred format associated with the second
member's user profile criteria based on the determination; and
sending the converted communications to the second member.
22. The method of claim 21, further including: establishing a
collaborative communications session between the first and second
member to allow the first and second members to exchange
information within the community of practice.
23. The method of claim 21, wherein the communications is a
knowledge document.
24. The method of claim 21, further including converting the
communications to a second format based on a request received from
the second member to convert the communications to the second
format.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation-in-part of U.S. patent
application Ser. No. 09/995,822, filed Nov. 29, 2001, entitled
"Knowledge Management System and Method," which is incorporated
herein by reference in its entirety.
[0002] Further, this application is related to U.S. patent
application Ser. No. ______, filed ______, entitled METHODS AND
SYSTEMS FOR MANAGING KNOWLEDGE DOCUMENTS (Attorney Docket No.
08350.5678), U.S. patent application Ser. No. ______, filed ______,
entitled METHODS AND SYSTEMS FOR COLLABORATING COMMUNITIES OF
PRACTICE (Attorney Docket No. 08350.5680), and U.S. patent
application Ser. No. ______, filed ______, entitled METHODS AND
SYSTEMS FOR DELIVERING COMMUNITY KNOWLEDGE (Attorney Docket No.
08350.5681), each of which is incorporated by reference in its
entirety.
TECHNICAL FIELD
[0003] The present invention relates generally to knowledge
management, and more particularly, to a method and system for
gathering, managing, and sharing knowledge in a community of
practice.
BACKGROUND
[0004] Organizations, such as businesses, often rely heavily on
knowledge within the organization itself. One example of this
reliance is training. Experienced employees are often called upon
to train new employees. In addition to training the new employee
how to do the job, the experienced employee may also share advice
based on lessons the experienced employee learned by doing the same
job. Another example is a "resident expert." Often an employee,
through education or experience or both, has become particularly
knowledgeable about a topic. Other employees who need advice or
information about this topic may contact the "resident expert."
Other examples of important corporate knowledge are internal
standards. Internal standards for a procedure or product may be
generated and updated by the persons in the organization who are
responsible for the procedure or product. The internal standards
may be used by the responsible team to ensure that procedures and
policies are followed. Further, the internal standards may be used
as a guide to quickly train new members of the team. Finally,
internal standards may be used by other divisions of the
organization as a basis for forming their own standards or for
interacting with the responsible team.
[0005] Organizational knowledge may be very valuable to an
organization. A number of problems exist, however, which may cause
the organization to not fully utilize, or even realize the extent
of, this organizational knowledge. One problem is that
organizational knowledge is often not captured from the
knowledgeable employee and documented for use by others. Unless
knowledge is documented, it is possible that others within the
organization will not be able to determine where particular
organizational knowledge resides, and thus the knowledge will be
underutilized. Additionally, if a knowledgeable employee leaves the
organization without first documenting his knowledge, that
knowledge will be lost to the organization. Another problem is
that, while an employee may be particularly knowledgeable, until
that knowledge has been identified, other persons in the
organization (including in other divisions of the organization) may
be unaware of the existence of the "resident expert."
[0006] Further, many organizations are becoming increasingly
globalized. For example, one company may have corporate
headquarters located in one state, research and development
facilities located in a second state, manufacturing operations in a
number of other states, and retail facilities worldwide. Part of
the reason for this globalization is the ease with which
communications between these locations may occur. While the
technology exists to permit interaction and collaboration among
persons at different locations in the organization, current systems
do not provide sufficient structure to identify sources of
knowledge and enable interaction between persons having knowledge
and persons seeking knowledge. Not only does the organizational
knowledge need to be globally accessible, but interaction must also
be supported.
[0007] Finally, in addition to merely capturing the knowledge, it
is most effective to provide for interaction and collaboration
based on the knowledge. Rather than simply requesting persons to
submit any knowledge that they might have, even if directed to a
particular topic, it is effective to instead focus the interested
persons on a project, goal, or purpose. From the interaction and
collaboration that follows based on the project, the knowledge can
be captured and documented.
[0008] In addition to systems that permit limited interaction,
systems also exist that permit some documentation of organizational
knowledge. Some of these systems may include mere cataloging of
information or mere answering of questions. These systems, however,
are limited to a single facet of knowledge, such as "best
practices" or internal standards. The systems may also be limited
in the persons that may participate. Additionally, these systems
are often relatively static and non-interactive. For example, some
of these systems may be simply a list of frequently asked
questions. At best, some systems refer a user to the person who
supplied the knowledge that the user is accessing. The currently
available systems do not provide sufficient interaction and/or
collaboration with other users to achieve a common purpose based on
the knowledge, nor do the current systems provide a dynamic,
constantly updating knowledge system. One exemplary existing system
is described in U.S. Pat. No. 5,924,072, entitled "Knowledge
Management System and Method." This system provides for the
submission of knowledge items by a user, as well as the use of the
knowledge items by a second user. The second user may submit
feedback about the knowledge item. However, there is no interaction
or collaboration between the users; further, the system is designed
merely to acquire knowledge.
[0009] Additionally, existing systems do not provide an environment
that enables knowledge to be provided to members in a language
format specific to each member.
[0010] The present invention is directed to overcoming one or more
of the problems or disadvantages associated with the prior art.
SUMMARY OF THE INVENTION
[0011] Methods and systems for providing knowledge documents are
disclosed. In one embodiment, a system may include a community of
practice, including members and a knowledge management architecture
managing knowledge documents used by the community of practice and
maintaining a user profile for each member having criteria
reflecting a preferred format for received knowledge documents. The
knowledge management architecture may be configured to receive a
search request for knowledge documents from a first member. The
first member may be associated with a first user profile with first
user profile criteria. The knowledge management architecture may
also be configured to generate a search result based on the search
request. The search result may include one or more of the knowledge
documents. Further, the knowledge management architecture may
convert a first knowledge document included in the search result to
a format compatible with the first user profile criteria and
provide the converted knowledge document to the first member.
[0012] In another embodiment, a method for providing collaborative
communications in a community of practice environment is disclosed.
The environment may include a community of practice including
members each being associated with a user profile and a knowledge
management system maintaining user profiles for each of the
members. Each user profile may include user profile criteria
indicating a preferred format a respective member prefers to have
communications provided them within the community of practice. The
method may include receiving a request to transmit communications
from a first member to a second member and determining whether the
communications includes data in a format that is not compatible
with the second member's user profile criteria. Further, the method
may include converting the communications to the preferred format
associated with the second member's user profile criteria based on
the determination and sending the converted communications to the
second member.
[0013] It is to be understood that both the foregoing general
description and the following detailed description are exemplary
and explanatory only and are not restrictive of the invention as
claimed.
BRIEF DESCRIPTION OF THE DRAWINGS
[0014] The accompanying drawings, which are incorporated in and
constitute a part of this specification, illustrate exemplary
embodiments of the invention and together with the description,
serve to explain the principles of the invention. In the
drawings:
[0015] FIG. 1 is a block diagram of an exemplary community of
practice consistent with one embodiment of the present
invention;
[0016] FIG. 2 is a block diagram of an exemplary knowledge
management architecture consistent with one embodiment of the
present invention;
[0017] FIG. 3 is a block diagram of an exemplary knowledge
management system consistent with one embodiment of the present
invention;
[0018] FIG. 4 is an exemplary flow chart illustrating a method for
creating a community of practice, consistent with one embodiment of
the present invention;
[0019] FIG. 5 is an exemplary flow chart illustrating a method for
managing knowledge, consistent with one embodiment of the present
invention;
[0020] FIG. 6 is a flowchart of an exemplary search request
process, consistent with certain disclosed embodiments; and
[0021] FIG. 7 is a flowchart of an exemplary collaborative
communication session process, consistent with certain disclosed
embodiments.
DETAILED DESCRIPTION
[0022] Reference will now be made in detail to embodiments of the
invention, examples of which are illustrated in the accompanying
drawings. Wherever possible, the same reference numbers will be
used throughout the drawings to refer to the same or like
parts.
[0023] A system and method are provided to capture, manage, and
share knowledge within an organization. The system and method of
the present invention are not limited to knowledge management
within an organization, but may be used to facilitate the capture,
management, and sharing of knowledge within any organized group of
persons working for common goals or purposes. Specifically, a
community of practice is formed to facilitate the capturing,
managing, and sharing of knowledge. A community of practice is a
group of persons (most typically in a single organization) grouped
together for a common purpose or to achieve a common goal. For
example, a community of practice may be formed to develop a
training program for employees in a division, or to create a set of
standards for a new product line. A community of practice is not
necessarily based on formal divisions within the organization, but
may include members from many divisions who are involved in an
aspect of the organization or a particular project. Also included
in the community of practice is a set of procedures, best practices
and standards that the community of practice can use in working
towards the purpose or goal. After the goal or purpose is
accomplished, the community of practice can continue as an
organizational resource.
[0024] FIG. 1 illustrates an exemplary community of practice 100,
consistent with one embodiment of the present invention. As shown
in FIG. 1, community of practice 100 includes a knowledge
management architecture 105, a plurality of users 110, an expert
120, and a community of practice manager 130, all interconnected by
network 140. Knowledge management architecture 105 facilitates
interaction among the participants (namely, users 110, expert 120,
and manager 130) in community of practice 100. Knowledge management
architecture 105 also maintains knowledge entries. Users 110
interact with other users 110, expert 120, and community of
practice manager 130 via network 140, for example, by posing
questions or responding to the questions of others. Users 110 may
also access knowledge entries via knowledge management architecture
105. Further, users 110 may submit their own knowledge to be added
to knowledge management architecture 105. Users 110 may interface
with community of practice 100 using personal computers, work
stations, or other devices connected to network 140.
[0025] Expert 120 is similar to user 110, but has been identified
within community of practice 100 as having special knowledge. Users
110 may obtain the status of expert 120 through, inter alia,
significant participation in a community of practice. In addition
to interacting with other entities in community of practice 100 and
submitting and accessing knowledge, expert 120 may participate in
approving knowledge submitted by users 110. Although only one
expert 120 is illustrated in FIG. 1, community of practice 100 may
include a plurality of experts.
[0026] Community of practice manager 130 functions as the
facilitator and moderator for community of practice 100. Community
of practice manager 130 may be responsible for review, validation,
and dissemination of knowledge in the community of practice.
Community of practice 100 may include one or more community of
practice managers.
[0027] Network 140 may be the Internet, a wireless local area
network (LAN), or another type of network. Network 140 is intended
in its broadest sense to encompass any communications system.
[0028] FIG. 2 is a block diagram illustrating an exemplary
knowledge management architecture 105. Knowledge management
architecture 105 may include a security module 160, a Web
server/application host module 165, an e-mail server 170, a
knowledge database 180, and a document management system 190.
Security module 160, Web server module 165, and e-mail server 170
interface with network 140. Web server module 165 is connected to
e-mail server 170. Web server module 165 is also connected to
knowledge database 180 and document management system 190. It is
contemplated that a knowledge management system of the present
invention may include some or all of the components of FIG. 2.
[0029] Security module 160 may determine what type of access each
entity in community of practice 100 has with respect to knowledge
database 180 and/or the document management system 190. For
example, users 110 may access knowledge in knowledge database 180
but may not alter the knowledge. Further, users 110 who wish to add
knowledge to knowledge database 180 may require approval of the
knowledge before the knowledge is added. Expert 120 and/or
community of practice manager 130, on the other hand, may be
permitted access to knowledge database 180, as well as the ability
to alter knowledge database 180. Further, security module 160 may
be used to permit different levels of access to different users,
based on, for example, subscription status. For example, anonymous
users 110 may be permitted access to only a portion of knowledge
database 180, whereas registered users 110 may access the entire
knowledge database. While security is important, access is
important to achieve interaction and collaboration, and security
should be minimized if possible.
[0030] Web server/application host module 165 includes an interface
for entities to access knowledge database 180, as well as document
management system 190. Further, web server module 165 may include
additional capabilities, such as collaboration tools to permit
entities in community of practice 100 to work together, bulletin
boards to permit entities in community of practice 100 to
communicate with each other, and/or search engines to provide
efficient access to specific knowledge entries in knowledge
database 180 or document management system 190. Web server module
165 may also permit entities in community of practice 100 to submit
knowledge to be added to knowledge base 180. An exemplary web
server application is ColdFusion.RTM. by Allaire.
[0031] E-mail server 170 provides users 110, expert 120, and
community of practice manager 130 with updated information from
knowledge management architecture 105. For example, when a new
knowledge entry has been approved, e-mail server 170 may forward
the knowledge entry to the other entities in the community of
practice 100. Alternatively, e-mail server 170 may forward notice
of the availability of a new knowledge entry, tool, or standard
that may be accessed using Web server module 165.
[0032] Knowledge database 180 contains approved knowledge entries,
standards, tools, and other information used by entities in
community of practice 100. Knowledge management architecture 105
may include one or more knowledge databases 180.
[0033] Document management system 190 provides access to documents
stored in a number of different formats, such as word processing
format, spread sheet format, or presentation format. Document
management system 190 permits more rapid capture of knowledge,
because documents do not need to be converted before they can be
shared with the community of practice.
[0034] FIG. 3 illustrates an exemplary knowledge management system
for an organization, consistent with one embodiment of the present
invention. For example, the knowledge management system may include
a knowledge management coordinator 195, one or more community
groups 196, and one or more communities of practice 198. The one or
more community groups may also include one or more sub-community
groups 197. Knowledge management coordinator 195 oversees community
groups 196 and communities of practice 198. Community groups 196
are logical divisions that may facilitate operation of communities
of practice 198 by grouping communities of practice 198 with
similar interests or goals. In the exemplary knowledge management
system of FIG. 3, the community groups 196 include "Business/CPPD
Processes," "Electrical/Electronic," "Materials," "Heat Treat,"
"Mechanical," and "Miscellaneous." As illustrated in FIG. 3, the
"Mechanical" community group may include sub-community groups 197,
which include more specific subject areas.
[0035] FIG. 4 illustrates an exemplary flow chart of a method for
establishing a community of practice. First, a need for a community
of practice is identified, for example, by identifying knowledge
building activities (step 200). Knowledge building activities may
include any activity where problems may be identified, solutions
may be generated, or any other body of knowledge may be gathered or
created. For example, knowledge building activities may include
problem-solving activities, team meetings, firm-wide retreats, or
new product designs or launches. A knowledge management
coordinator, who may oversee the operation of a number of
communities of practice for the organization, may be notified of
the new community of practice and may assist with the formation of
the new community of practice.
[0036] Next, the roles and responsibilities of the community of
practice are identified (step 210). One or more community of
practice managers may be identified to organize the community of
practice and to facilitate and moderate interaction among
participants. One or more experts may be associated with the
community of practice. In addition, relevant documentation may be
identified and collected. For example, existing design guides,
training materials, tools, standards, and regulations may be added
to the knowledge database (or alternatively, be made available
through the document management system). Depending on the roles of
various participants in the community of practice, security levels
and requirements may also be established. Responsibilities of an
expert may include approving knowledge entries submitted by users
or periodically answering questions posted via the community of
practice. Responsibilities of a manager may include approving
knowledge entries submitted by users, organizing interaction
between participants in the community of practice, and encouraging
participants to work towards the achievement of the goals of the
community of practice. It may also be determined to what extent
users may participate, and whether different users may have
different access to knowledge database. Participants in the
community of practice may, if appropriate, receive training in
order to enhance their usage of the community of practice.
[0037] Goals for the community of practice are then determined
(step 220). The goals of the community of practice may include the
goals or purposes for which the community of practice was formed.
For example, goals may be product-oriented, such as creating a
design guide for a new product or developing a software product for
testing a new product. Goals may also be information-oriented, such
as distributing information from recent symposia or meetings or
collecting feedback from organizational locations worldwide to
determine required improvements. Further, goals may be
career-oriented, such as developing training programs for new
employees and providing networking between persons in the
organization. Another method for determining goals for the
community of practice includes determining what knowledge is
missing or what knowledge should be updated. The goal of a
community of practice, as encompassed by the present invention, is
not the mere cataloging of information within an organization nor
the mere answering of questions.
[0038] FIG. 5 is an exemplary flowchart illustrating a method for
capturing, managing, and sharing knowledge in an established
community of practice. Once a community of practice is established,
the community of practice is opened (step 300). The community of
practice may be advertised within the organization, for example,
via company newsletters, e-mails, or other media. Persons wishing
to join a community of practice may be asked to enroll or subscribe
in the community of practice. There may be different levels of
membership, each having a level of security associated.
Alternatively, all users may have access to all parts of the
knowledge database associated with the community of practice.
[0039] The community of practice then may capture new knowledge
(step 310). New knowledge may be submitted by users, or may be
gathered from interactions (for example, via electronic bulletin
board or other collaborative tool) between users via knowledge
management architecture 105. Knowledge may include explanations of
a situation, commentary on a situation, suggestions for improving a
situation, links or references to supporting material, or
suggestions of persons who may have additional knowledge. Knowledge
may also include information about the person supplying the
knowledge. Knowledge may be left in its original format, including
word processing, spread sheet, or presentation format. Knowledge
that is not in electronic format may be scanned to create an
electronic document that may then be attached to electronic mail or
messages. By leaving knowledge in the original format, the
substance can be reviewed and fine-tuned prior to any
conversion.
[0040] Next, the captured knowledge is reviewed (step 320). The
knowledge may be reviewed to determine if the material is accurate,
complete, and/or validated. The knowledge entry may be reviewed by
the community of practice manager and/or the expert. Alternatively,
the knowledge entry may be reviewed by a review team consisting of
a number of persons and resources from within the organization or
community of practice.
[0041] Once the knowledge entry has been approved, it is delivered
(step 330). Delivery of knowledge may include e-mailing the entry
to all users who have subscribed to the community of practice.
Alternatively, the knowledge entry may be made available for
browsing via a Web site associated with the community of practice.
Delivered knowledge may also include information about validation
and future plans. Further delivered knowledge may include the
capability to comment on the knowledge, as well as links to obtain
more information or related knowledge. The delivered knowledge may
have the capability to be forwarded to non-community of practice
members.
[0042] Finally, knowledge entries are maintained and/or archived
(step 340). Specifically, knowledge entries, such as standards,
design guides, training materials, or other procedural information
may be validated and updated based on the new knowledge entries.
Maintenance of these knowledge entries may include version tracking
or other organizational procedures to ensure that the current
documents and procedures are being followed. Knowledge entries may
also be archived for later use.
[0043] The community of practice may also be monitored based on
standard metrics, such as usage (such as number of times the
knowledge database is accessed), time to market, or other criteria.
Once it has been determined that the goals or purposes of the
community of practice have been achieved, the community of practice
can function as an effective resource for the organization.
ALTERNATIVE EMBODIMENTS
[0044] Methods and systems consistent with the disclosed
embodiments enable members to share knowledge to achieve one or
more goals of a community of practice. In certain embodiments,
members may request information, such as knowledge, from
architecture 105. Further, members may exchange information over
network 140. Members, however, may have different profiles, and
thus require information to be received in different formats.
Accordingly, the disclosed embodiments may associate user profiles
with each member that specify one or more characteristics
associated with the respective member, including a preferred format
for information (e.g., knowledge) that is received over network
140, from architecture 105, other members, or any other entity or
component of a community of practice environment.
[0045] In certain embodiments, a member may define criteria
associated with their user profile through architecture 105. As
such, architecture 105 may include a memory device that stores user
profile information for each member of a community of practice. The
user profile information may be updated as the size of the
community of practice changes (e.g., new members added or existing
members removed). In one embodiment, a member may request from
architecture 105 their user profile for review. The member may
request architecture 105 to modify their user profile based on
their personal preference(s). For instance, a member may define a
user profile criterion that identifies a particular language the
member desires information to be provided from architecture 105,
other members, etc. Thus, a member may define a user profile
requesting knowledge documents to be provided in English, French,
Spanish, or any other desired language. Further, the member may
define a user profile to request knowledge documents in a
particular software format or presentation format, such as a
particular word processing file, particular HTML configuration,
etc. The disclosed embodiments contemplate the user profiles
including criteria that defines any type of characteristic
associated with delivered knowledge to the member. For instance, a
user profile criteria may identify a type of speaking language, a
type of computer programming language, a type of format associated
with data files, and a type of format associated with word
processing documents that the user prefers to have received
knowledge delivered.
[0046] FIG. 6 shows a flow chart of an exemplary knowledge document
request process, consistent with certain disclosed embodiments. As
explained, a member (i.e., user) may request knowledge from
architecture 105. The requested knowledge may be one or more
knowledge documents stored in knowledge database 180. Accordingly,
in one embodiment, architecture 105 may receive a request from a
user for a knowledge document (Step 610). The request may include
information identifying a particular knowledge document, a search
query with one or more search terms, a user identifier, and/or any
other type of information associated with a search request for
information.
[0047] In response to the request, architecture 105 searches
knowledge database 180 for the knowledge document identified in the
request and eventually receives search results (Step 620). The
search results may include one or more knowledge documents that
meet search criteria included in the search request received in
Step 610. In one embodiment, architecture 105 may be equipped with
a search engine that, when executed by a processor, performs a
search of database 180 for knowledge documents identified by the
user request. Alternatively, if the request included one or more
search terms, the search engine may search database 180 for
knowledge documents that include data related to the one or more
search terms. In other embodiments, architecture 105 may search
other components for the knowledge document, such as a database
connected to network 140. Further, architecture 105 may direct
another processing component to perform the search for the
requested knowledge document. Accordingly, the disclosed
embodiments are not limited to the above examples, and any type of
search process and system configuration may be implemented to
locate knowledge requested by a member in a community of
practice.
[0048] Architecture 105 may determine which, if any, knowledge
documents in the search results do not meet criteria associated
with the user's profile (Step 630). For example, architecture 105
may review the user profile associated with the user to determine
which language format the user prefers knowledge documents to be
presented. Further, architecture 105 analyzes the data included in
each of the knowledge documents included in the search results to
determine the type of language the data is stored, such as English,
French, Spanish, Japanese, etc. Architecture 105 may then compare
each knowledge document with the user profile criteria to determine
whether the reviewed knowledge document is presented in a format
consistent with the format identified in the user's profile. In one
embodiment, architecture 105 separates the knowledge documents that
do not meet the user profile criteria from those knowledge
documents that do meet the user profile criteria. Architecture 105
may separate the knowledge document by storing each set of
documents in separate memory locations of a memory device(s), such
as database 180. Alternatively, architecture 105 may set a flag for
each identified non-compatible document identified in a list of the
knowledge documents included in the search results collected by the
search engine. It should be noted that architecture 105 may use any
type of process and components to distinguish knowledge documents
that meet the user profile criteria from those documents that do
not meet the criteria.
[0049] In one embodiment, architecture 105 may convert each
knowledge document that does not meet the user profile criteria
into a format compatible with the user profile criteria (Step 640).
For example, architecture 105 may convert the text of a word
processing file, an e-mail file, etc., to the language specified in
the user profile criteria.
[0050] Once the separated non-compatible knowledge documents are
converted to the appropriate user profile format, architecture 105
may provide the search results to the user (Step 650). Architecture
105 may provide the search results using any type of transmission
process, medium, etc. For instance, the search results including
the converted knowledge documents may be provided to the user in a
data file attached to an e-mail, posted on a web-site accessible by
the user or by downloading the search results to a browser
application executed on a computer system operated by the user,
etc.
[0051] In other embodiments, architecture 105 may offer the user an
option to receive unconverted knowledge documents. To this end,
architecture 105 may provide the unconverted knowledge documents to
the user in a manner similar to that described above in connection
with the converted knowledge documents (Step 660).
[0052] In another embodiment, methods and systems are provided that
enable members of a community of practice (or members of different
communities of practice) to communicate in real time. The disclosed
embodiments allow these communications to be converted to match a
receiving member's profile criteria, thus allowing two or more
members to collaborate with information that is in a different
format (e.g., language, word processing format, etc.). FIG. 7 shows
a flowchart of an exemplary collaborative communication process
associated with knowledge documents, consistent with certain
disclosed embodiments.
[0053] Initially, architecture 105 may receive a request or an
indication that two members (i.e., a first and second user) wish to
establish a communication session. In response, architecture 105
may establish a collaborative communication session between a first
and second user (Step 710). Establishing the collaborative
communication session may including setting a protocol with each
user that directs communications to architecture 105 for processing
in accordance with certain disclosed embodiments.
[0054] Once the session is established, architecture 105 may
receive a request to transmit, for example, a knowledge document
from a first user to second user (Step 720). In response,
architecture 105 may determine the format of the knowledge document
provided by the first user (Step 730). For instance, architecture
may determine that the first user may be offering a knowledge
document that is written in a first language (e.g., computer
language, speaking language (e.g., Spanish), etc.). Next,
architecture 105 may compare the format of the knowledge document
to the user profile of the second user (Step 740). If the format is
compatible with the second user's profile criteria (Step 750; Yes),
architecture 105 may forward the knowledge document to the second
user (Step 770). On the other hand, if the format is not compatible
(Step 750; No), architecture 105 may convert the format of the
knowledge document to a format that is compatible with the second
user's profile in a manner consistent with the above disclosed
embodiments (Step 760). Once converted, architecture 105 may send
the knowledge document to the second user (Step 770).
[0055] It should be noted that although FIG. 7 is described in
connection with a knowledge document, the disclosed collaborative
communication process is not restricted to knowledge documents. Any
communications may be converted in real time by architecture 105.
For example, e-mail data, text messages, etc. may be converted to
match a receiving user's profile to allow the receiving user (e.g.,
second user) to view the information included in the communication
according to their preferred profile criteria. Also, more than two
users may be included in a collaborative session. Thus,
architecture 105 may convert a communication to meet receiving
users' profiles that are configured by the receiving users. For
instance, a first receiving user of a set of users in a
collaborative session may request knowledge documents to be
converted into English, while a second receiving user in the set
may request knowledge documents to be converted into French.
INDUSTRIAL APPLICABILITY
[0056] Knowledge management using the community of practice system
and method of the current invention provide a way to permit
interaction and collaboration between persons who have knowledge
and persons who are seeking knowledge. The present invention
supports internal collaboration among team members in an open
environment that encourages participation. Further, the present
invention provides for documentation of the knowledge, so that the
knowledge is available globally and can be easily identified by
those who are seeking it. Other benefits of the present invention
include the ability to maintain up-to-date standards and best
practices, the ability to quickly train new employees, and the
ability to collaborate on an organization-wide level. Up-to-date
standards and practices can be kept in a central electronic
location, accessible by anyone in the organization, and when
updates are required, suggestions can be solicited through the
community of practice. New employees can be quickly trained, as all
of the tools, standards, best practices, and training material are
also available in one location. New employees also have the ability
to interact with other employees to answer any questions that might
arise. Collaboration on an organization-wide level is possible
because e-mails containing new knowledge may be routed immediately
to all members of the community of practice, while all tools and
other materials are available in one location.
[0057] The present invention has clear benefits in helping
divisions within an organization share information. For example,
one division of a company may have identified a problem, but due to
time or budget constraints, was unable to create a software program
to analyze the problem. A second division of the company had
created a spread sheet tool to analyze the problem; however, the
tool was stored locally within the second division and was not
accessible to the rest of the company, including the division that
had identified the problem. In accordance with an embodiment of the
present invention, a user in the second division may have submitted
the tool to the community of practice where it was reviewed by
experts and approved for use throughout the company. Since putting
the tool into use, the tool may have been modified by various users
in the community of practice based on their experiences. Thus, the
division experiencing the problem would have this valuable
corporate resource to draw upon.
[0058] As another example of the effective use of the present
invention, a user in one division of an organization may post a
question to an electronic bulletin board associated with the
community of practice. In reply, the user may receive responses
from persons throughout the organization. Some of the responses may
provide answers or suggestions to the user's question; other
responses may direct the user to a person knowledgeable about the
topic or may direct the user to documentation existing in the
knowledge database.
[0059] The community of practice system and method of the present
invention has virtually unlimited potential uses. A community of
practice may be established whenever there is a business
requirement. In certain organizations, this may require notifying
and obtaining support from a corporate coordinator. Once necessary
approvals are obtained, a community of practice manager, associated
experts, and any procedures, specifications, training, and
standards that the community of practice would be responsible for
are identified. Security levels and requirements would be
determined for the community, as well as specific goals for the
community to accomplish. Training may be provided as necessary for
the community. The community of practice would then be opened in
the organizational knowledge management system. Once the new
community of practice is advertised, membership and subscriptions
of users would be accepted. The progress of the community of
practice can be measured with standard metrics. Once the original
goals are achieved, the community of practice will continue to be
an effective corporate resource.
[0060] Methods and systems consistent with the disclosed
embodiments may be applied to community of practice environments to
allow knowledge to be converted into a format compatible with user
defined profile criteria. Therefore, a community of practice member
may search for knowledge documents managed by architecture 105 and
stored in different formats and receive results (e.g., requested
knowledge documents) in a converted format compatible with their
profile criteria. Further, the disclosed embodiments provide for
real time collaboration between members each having different user
profile criteria. Therefore, a first member may communicate in real
time with a second member over a network, where communications
received by each member is converted according to each respective
member's profile.
[0061] In another embodiment, each member of a community of
practice may update their user profile criteria to identify more
than one format that is preferred by the respective member. Thus, a
member may identify several languages (e.g., English, Spanish,
French, etc.) that the member prefers communications to be
received, as well as several different presentation formats,
computer languages, etc. Further, embodiments enable architecture
105 to provide an option for a member to rank the different formats
identified in the member's user profile criteria. For example, a
member may specify through architecture 105 whether they prefer to
have a first speaking language be considered for conversion before
a second speaking language. Alternatively, architecture 105 may be
configured to allow a member to dynamically request architecture
105 to convert received communications to a different format that
may or may not be identified in that member's user profile
criteria. For example, during a collaborative communication session
with another member, a receiving member (e.g., a member receiving
communications from a sending member) may send a request to
architecture 105 to specify a type of format the receiving member
prefers to have the communications converted. This embodiment may
also be provided with search requests. That is, a member may
identify a particular format in a search request when requesting a
knowledge document search request from architecture 105.
Alternatively, or additionally, the member may request architecture
105 to convert search results to another format after receiving
converted search results from architecture 105 in response to a
search request.
[0062] Other aspects and features of the present invention can be
obtained from a study of the drawings, the disclosure, and the
appended claims.
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